Customer Care Representative

2 Months ago • Upto 1 Years

Customer Service

Job Description

At an entry level, this role applies knowledge of routine work area procedures, completes standardized activities, and resolves task-related problems in straightforward situations, with an emphasis on manual skills. The Customer Care Representative learns processes and systems to manage workload distribution, accepts and routes high-volume calls, gathers problem information, and records data. They monitor incident status, escalate unresolved cases, schedule customer installations, and ensure service entitlements. Responsibilities include providing phone support for retail products and systems, offering accurate solutions to user problems, and taking ownership of service requests for timely resolution. This role requires working in 24/7 rotational night shifts.

Good To Have:

Be able to work in a dynamic team environment.

Must Have:

Learns process and systems to meet SLAs
Accepts and routes high call volume
Gathers problem information and records data
Monitors incident status and escalates cases
Schedules customer installation activity
Ensures customer's entitlement of services
Provides phone support on Retail products, systems, and software
Provides accurate and creative solutions to user problems
Takes ownership of service requests for timely resolution
Works 24/7 rotational shifts, including night shifts
Applies knowledge of problem routing, tracking, and escalation procedures
Applies advanced problem solving and troubleshooting skills
Proficient with data entry software applications and desktop tools
Possesses strong relationship building skills
Demonstrates excellent verbal, written, and listening communication skills

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problem-solving

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NCR Grade Summary : At this level applies knowledge of routine work area procedures, completes standardized activities, resolves task related problems in straightforward situations and emphasis of work may be geared towards manual skills.

Job Profile:

At an entry level, learns process and systems and applies this to the basic assignment/distribution of workload of CE’s in order to meet SLAs.
Accepts and routes calls (high call volume)
Gathers problem information and records data in desktop tools
Monitors incident status and escalates cases that are not resolved in a specific timeframe
Schedule customer installation activity
Responsible for ensuring the customer's entitlement of services
Provide phone support on Retail products, systems and various software products
Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability;
Take ownership of service request from customer and ensure timely and satisfactory resolution of problem.
24*7 rotational shift ( Night shifts )

Functional Skills & Competencies:

Applies knowledge of:
Problem routing, tracking and escalation procedures
Advanced problem solving and troubleshooting skills
Data entry software applications and related desktop tools
Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
Possess strong customer service skills and be able to work in a dynamic team environment.